Korean Air AI Contact Centre to enhance customer services

Korean Air is developing an AI Contact Centre (AICC) platform in partnership with Amazon Web Services (AWS). Once complete, the AICC will enhance customer support, offering more personalised services by utilising artificial intelligence (AI).

The use of this innovative AI technology, in addition to cloud-based technologies, in the customer service platform will enable voice bots and chatbots to answer inquiries. Korean Air aims for the AICC to provide more efficient support for its passengers, providing interaction beyond the level of basic call centre services.

The airline says the platform will be key in helping to develop and reinforce customer trust, strengthened by the value of offering personalised experiences.

Korean Air’s AICC will complement direct customer interactions and leverage call log analysis to improve service quality. Additionally, the airline plans to bolster operational efficiency by integrating AI capabilities, reducing costs with centralised management, adding new features and expanding service channels.

Korean Air held a kick-off event for the AICC at the airline’s headquarters in Seoul on May 20, attended by Keehong Woo, President of Korean Air; Kenneth Chang, Executive Vice President and Chief Marketing Officer, Korean Air; Francessca Vasquez, Vice President, Professional Services and GenAI Innovation Center, AWS; Pasquale DeMaio, Vice President, Amazon Connect, AWS; Kee Ho Ham, CEO, AWS Korea; and Ben Cabanas, Director, AWS.

Korean Air is set to streamline its call centre operations by consolidating its current infrastructure into a single AWS Cloud platform by September this year. Following this update, the airline aims to further refine its services with the integration of machine learning and generative AI by next February.

Korean Air is actively building its digital transformation capabilities to maximise customer satisfaction. In 2021, the airline became the first major global airline to complete an all-in migration of its IT systems to the cloud, enabling proactive and flexible responses to rapidly changing market conditions. Last year, Korean Air also implemented Workday, a cloud-based financial and HR management software-as-a-service (SaaS), to streamline processes.